Link Housing News - Summer 2018

SUMMER

2018

housing news The newsletter for Link tenants

Inside: • Year of Young People • Making you ‘Appy • GDPR • Providing a better frontline service • Link Tour

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Welcome to our summer newsletter It’s been an exciting few months with several changes and improvements to frontline services. We have recruited more Housing Officers to cover smaller areas and are introducing new systems which will help tenants access our online services more easily.

We are modernising our services with emphasis on efficiency and listening to tenant feedback. We aim to answer more questions and resolve more issues at the first point of contact, including in the street and on the doorstep.

I’ve been visiting Link estates to identify areas for improvement and it got me thinking about how important it is for me, and other senior staff members, to be out on the ground, finding out what makes a difference to tenants.

I believe tenants having a safe and warm home in a nice area helps them live a happy and healthy life – that is what is important to me.

June Green Director of Housing Services

YOUR DATA On 25 May 2018, new European data protection legislation came into force. This increases your rights and gives you more control over the use of your personal information. The aim of the legislation is to protect you and your information, particularly when it is used electronically.

To find out more about how we manage your data, visit our website www.linkhaltd.co.uk/privacy or call 03451 400 100.

Making you ‘Appy Following feedback from our customer satisfaction survey we are delighted to announce the launch of our new customer app, which will be available to download on smartphones and tablet computers in the autumn.

We will provide information on how to download the app in the next newsletter and on our website.

You’ll be able to check your rent account, make payments, report repairs and estate issues, change your contact details and household information and much more.

We are working with tenants to test the new app to see how easy it is to use. If you would like more information, please contact us on 03451 400 100 or getinvolved@linkhaltd.co.uk

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WIN RAFFLE PRIZES iPad, shopping vouchers and Link goodies

Link Tour – save the dates The Link Tour is hitting the road again. During August we will be travelling across Scotland to encourage tenants to get involved and promote Link services.

We want to hear about what you feel is important in your local area. Come along and have a chat!

We would love to meet you.

You’ll have the chance to: l l l l l l

Meet the Tenant Scrutiny Panel and Board members and find out what they do Find out how we can help you get online Get involved and influence the Allocations Policy consultation Get Universal Credit and money advice Meet your Housing Officers and repairs staff Find out about community gardening and Link’s Neighbourhood Commitments

We’ll also be running kids craft activities and healthy snacks will be provided.

Area

Date

Edinburgh, Fife and West Lothian

6-10 August

East Dunbartonshire, Cumbernauld, Airdrie, South Lanarkshire and Coatbridge

13-17 August

Ayrshire, Renfrewshire, West Dunbartonshire, Luss and Glasgow

20-24 August

Falkirk, Crieff, Alva and Tillicoultry

27-31 August

We will keep the route and dates updated on the Link website and on our Facebook and Twitter accounts. www.linkhousing.co.uk/getinvolved

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Year of Young People – celebrating our young tenants Brothers Jamie and Kyle Semple live in Hillhouse, Hamilton.

Jamie Semple (17) plays for Motherwell U20s and Scotland U17s teams. Jamie graduated from the Scottish Football School of Excellence last year and signed his first professional contract with Motherwell at the age of 16. Jamie has been playing for Scotland since he was 14 and is a regular on the scoring sheet, travelling all over the world representing his country.

Kyle Semple (14) plays with Motherwell youth academy and aspires to follow his brother’s footsteps to sign professionally. Kyle also attends the Scottish Football School of Excellence and will graduate next year. He has started trials to represent his country.

Congratulations to both boys in their achievements in Scottish football. Proud mum Diane has been a Link tenant for more than 20 years.

Teenage Rampage Event!

Thank you to all the wonderful young people who took part in our bin store painting event at Comrie Crescent and Fintrie Terrace in Hamilton.

We had a great evening decorating the bin stores and finding out what the young volunteers want to see happen in their areas. Pizza and refreshments were provided to the group as a reward for all their hard work.

Keep your eyes peeled for future youth volunteering events!

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FAMILY FUN DAYS We had a brilliant time at Hillhouse Tenants’ Association’s Family Fun Day and the Brightening up the Bins event.

Both events were well attended and supported by the local community. There was a range of free activities for the kids (provided by the tenants’ association), including face painting, a bouncy castle and an egg hunt. Thank you to everyone who took part. We would also like to thank Bell Group UK and Linkscape for their contribution. The group is planning a summer trip to Burntisland for local families and they recently took part in training about the Community Empowerment Act.

Do you have a common area in your neighbourhood that needs brightening up? Let us know! We want you to get involved!

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Bell Group apprentice

All ages welcome to get involved with Link

James Panton (20) started his journey as an apprentice painter with our contractor Bell Group in July 2015.

If you’re a Link tenant or live in a Link property you can get involved in a range of activities that can help you build confidence, meet new friends, access employability opportunities and learn how to make a difference in your community.

We work with tenants of all ages to find out what matters to them and how we can help them develop their skills.

If you’re interested in taking part, please contact us on 03451 400 100 or email getinvolved@linkhaltd.co.uk.

James recently received a Professional Development Award for successfully completing three years of his apprenticeship. His final year will be spent working on site. James has received several awards during his time at college, which will greatly enhance his potential earnings as his career progresses.

Congratulations James on your hard work and commitment to the Bell Group Apprentice Programme.

Tenant Scrutiny Panel inspect Link’s Neighbourhood Commitments The Tenant Scrutiny Panel’s role is to independently inspect Link services and to assess value for money.

It is a dedicated group of volunteers with lots of experience and ideas for how we can improve our services. The Panel has selected our Neighbourhood Commitments and estate management services as the next inspection topic. It will visit Link estates across the country during the summer months and report its recommendations to the Board later this year. If you would like more information please contact getinvolved@linkhaltd.co.uk or call us on 03451 400 100.

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Opportunities for young people at the Link Academy Job Club: Tuesdays 3.30pm - 5.00pm

Activity Nights: Tuesdays 5.30pm - 8.00pm

ICT Group: Wednesdays 10.00am - 12.00 noon

The Job Club teaches 16-25 year olds a range of employability skills, including:

Our Activity Nights give 16-25 year olds the chance to take part in a range of activities and socialise with other participants. Activities include:

Our ICT drop in is a selfstudy group which is open to all ages.

l l l l

CV building Writing cover letters Job searching College/further training applications l Work experience l Interview skills We support club participants to help them overcome interview anxiety and build resilience.

l Arts and crafts l Gaming groups (consoles and board games) l Cooking l Training/information sessions l Qualification course work

Participants register for an online course which can help them develop new skills and even gain a City & Guilds qualification.

You can also work through the ‘Open Learn’ online courses from the Open University.

We also give participants the opportunity to voluntarily run an activity.

Link Academy, McKinven House, George Street, Falkirk, FK2 7EY Tel 01324 466860 Email luisa.palmegiani@linkliving.org.uk www.linkliving.org.uk

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Roll out of Universal Credit full service Universal Credit (UC) Full Service has rolled out in the majority of Scotland and will be introduced in the remaining areas by the end of this year.

UC replaces six other benefits and will be paid directly to you. To receive it you will need to make a claim online.

Universal Credit Universal Credit

Earnings Out of work

In work

Income Support Housing Benefit Child Tax Credit Working Tax Credit Income-based Jobseeker’s Allowance Income-related Employment and Support Allowance

➠

Universal Credit

To make a claim you’ll need: l An email address, phone number and a National Insurance Number l Your bank account details, details of any salary or other income and any savings you have l Your address, your landlord’s address and details of how much rent you are paying More information: www.gov.uk/universal-credit www.learnmyway.com www.moneyadviceservice.org.uk/en/tools/budget-planner

NEED DIGITAL, MONEY OR BENEFITS ADVICE? Our Digital Inclusion Officer, Kerry Roberts, can help you set up an email address, give you basic digital training or lend you a free computer.

Our specialist benefit and money advisors offer free, confidential and impartial advice to Link tenants and sharing owners. To find out how we can help you, call 03451 400 100 or email lhaadviceteam@linkgroup.org.uk

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Littering

Aggressive behaviour

Vandalism

Noise disturbance

LINK LISTENING

Anti-social behaviour consultation feedback We were delighted with the response to our anti-social behaviour (ASB) consultation – more than 300 tenants took part!

We held nine local meetings, carried out phone interviews and created an online survey to give as many tenants as possible the opportunity to take part.

The feedback gathered will be used to influence our updated ASB policy.

Tenants discussed a range of proposals and made the following recommendations: l Change the number of ASB categories and timescales for responses to three new categories. l Adopt tenants’ preferences and definitions for types of different behaviours and complaints and categorise this into A (Severe), B (Serious) and C (Less Serious). l Incorporate harassment related to equality characteristics into new anti-social behaviour policy, rather than having this as a separate policy.

l Use the new powers available in the Housing (Scotland) Act 2014 to transfer existing or new tenants with previous anti-social behaviour onto a shorter sixmonth tenancy with support to encourage improved behaviour. l Update and publish a new tenant guide on dealing with ASB. l Make a statement in the new policy on how Link will deal with anti-social behaviour complaints on social media.

If you would like a copy of the full consultation feedback report, please contact getinvolved@linkhaltd.co.uk or 03451 400 100.

The new policy will be discussed with Link Housing’s Board in August. When it is approved we will publish it and inform tenants about the new categories and policy changes.

Congratulations to the Falkirk and West Lothian tenants who won the £50 Get Involved raffle prizes for taking part in our consultation!

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IMPROVED HOUSING SERVICE AND RENT INCOME COLLECTION

CLAIRE

JAYNE BUTLER

ANDERSON

ANNE MCMAHON

JONATHON MILLER

We recently reviewed the housing service we provide to tenants and the technology we use when we are out in the community.

We did this to: l Improve our “desktop to door stop” service l Help support tenants to pay their rent when Universal Credit fully replaces Housing Benefit We have reduced the “patch size” managed by our Housing Officers by restructuring staff

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PAULA CHERRY

CLAIRE SIMONS

SHEENA ENGLISH

DIANE WRIGHT

roles and responsibilities.

Your Housing Officer will now manage all aspects of your tenancy, including: l l l l

Allocations Neighbour complaints Estate inspections Supporting tenant engagement l Collection of rental income l Managing rent arrears We will no longer have a separate rents team. Instead, we have recruited more Housing Officers to meet demand and are developing mobile technology to improve the efficiency of what they are able to do when they are out in the community. If your

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LYNDSAY YUILL

Housing Officer has changed, they will introduce themselves to you over the summer.

We will carry out annual household visits to give you the opportunity to discuss your tenancy with us. During these visits we will also update the information we hold on you, check the condition of the property and ensure we are providing the best services we can.

All of our Housing Officers carry photo ID. Please ask to see this before letting anyone into your home.

Housing (Scotland) Act 2014 commencement dates announced The Housing (Scotland) Act 2014 sets out changes in the social and private housing sector in Scotland, including the end of the Right to Buy scheme.

The new act will cover several new powers including: l Allocations and suspensions (comes into force on May 2019) includes reducing the number of “reasonable preference” groups from five to two, considering home ownership in allocation decisions, the definition of ‘unsatisfactory’ housing and the priority we give to people applying for housing. l Anti-social behaviour (ASB) (comes into force in May 2019) includes streamlined evictions for people who are convicted of offences that are punishable by a prison sentence and the option of granting Short Scottish Secured Tenancies, should a tenant engage in persistent ASB.

l Changes to the law on succession, assignation, subletting and joint tenancies (comes into force in November 2019). Because of these changes it is essential that we know who is living in your property. We will be writing to all tenants to confirm household details and it is extremely important that you let us know if the information we hold is correct. If we do not know that someone is living in your house they will not be entitled to succeed (take on) the tenancy, should anything happen to you.

We are reviewing our Allocations Policy and will consult with tenants on the proposed changes during local consultation events in the autumn.

If you would like to attend one of these events, please contact getinvolved@linkhaltd.co.uk.

You can also take part in a survey, which we will include in the autumn edition of the tenant newsletter.

Regional Network recruits Link tenants The newly re-organised Central Region Network met on 19 May for its Annual General Meeting (AGM).

The Network Committee serves Clackmannanshire, East Dunbartonshire, Falkirk, Glasgow, South Lanarkshire, Stirling and West Dunbartonshire. Two representatives are elected from each area.

Lindsay Anderson was nominated by Grahamston Link Residents’ Association and Shona Gorman by Link’s Tenant Scrutiny Panel. Both were elected to the committee.

The Regional Network is supported by the Scottish Government and is the voice of tenants to the Government in the development of national housing policy.

They both look forward to the new role, the challenges it will bring and the opportunity to make the voice of Link tenants heard when the Government is making decisions about housing.

Shona and Lindsay

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Growing Beardmore grows from strength to strength Growing Beardmore’s community garden is open year-round for the benefit of residents of the development, Dalmuir and the surrounding area. It is also a member of Growing West Dunbartonshire – a network of agencies and individuals.

It was built with the help of Linkscape and funding from the Big Lottery and is a great addition to the area.

The garden stemmed from a discussion round a kitchen table and is a great example of what communities can do to improve living spaces and create a healthy environment.

For further information check out:

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Growing Beardmore holds planting and harvesting events over the summer for tenants and the local community and is always happy to welcome new people.

Growing Beardmore Facebook Page The Leamy Foundation Facebook Page

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INCLUSIVE DESIGN TEAM

Adaptations now being provided by Link Property Adaptations are essential in helping older or disabled tenants continue to live safely and independently at home.

Our newly established Inclusive Design Team makes sure we provide an efficient adaptations service which is well designed to meet individual needs.

At the end of the existing adaptations contract there was an opportunity to utilise our in-house repairs team, Link Property, to provide our adaptations.

We recruited a plumber, joiner and labourer at the end of April to undertake all adaptations. This means that from design to completion, Link now provides an end to end adaptations service.

The first wet floor shower installed by Link Property has been to the same excellent standard as we have come to expect from the other services.

Our adaptations questionnaire confirmed that the tenant was satisfied with every aspect of the works carried out. He has also confirmed the adaptation has increased his independence, quality of life and safety.

We carry out adaptations on the recommendation of an Occupational Therapist.

If you feel that you, or a member of your family, needs an adaptation, please contact your local council’s Social Work department to request a Community Care Assessment.

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SHELTERED CHATTER The Sheltered Housing Team has made some changes to the way it delivers its housing Your first point of contact for your tenancy, including rent enquiries, will be your Sheltered Housing Officer. This will allow us to deliver a quicker and more responsive service.

Your Sheltered Housing Officer will receive training on managing enquires.

If you have an enquiry during office hours and your Sheltered Housing Officer is not on duty, you can call the Customer Service Centre on 03451 400 100 and they will arrange for your Housing Officer to call you back.

Mobility Scooters Link has a Mobility Scooter policy and any tenant considering buying a mobility scooter should speak to their Sheltered Housing Officer before doing so.

Legislation and requirements placed on landlords have changed to reflect greater emphasis on safe and secure living environment for tenants.

Keep Clear policy – common corridors

The Scottish Fire and Rescue service will be making recommendations about existing practices in sheltered housing developments where mobility scooters are stored on the premises.

After the Grenfell fire, Link worked with tenants to ensure corridors were accessible and free from all obstructions.

Until the fire service guidance and recommendations have been received, please remember:

The corridors are a means of escape in the event of a fire or serious incident and we have a responsibility to ensure these are kept clear.

Your Sheltered Housing Officer carries out daily health and safety walkabouts in your development and has been asked to ensure that the Keep Clear policy is followed.

Common lounges are not designated as escape routes, however, in some developments, rearrangement of furniture may be required to reduce the risk of trip hazards and to ensure escape routes are kept clear.

We hope you’ll understand why we may ask you to remove items from common corridors and that you will support us in ensuring your development is kept safe.

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l Do not buy a scooter before applying for permission as this may not be granted and you could be asked to remove your scooter l Scooters should not be stored in communal corridors or cause an obstruction for other tenants l Scooters should not be charged in corridors l Class 3 mobility scooters need to be registered with DVLA and permission will not be given for them to enter or be stored on Link’s premises Once recommendations have been made the Sheltered Housing Officer will advise what action must be taken.

If your development is unable to accommodate your mobility needs, your Sheltered Housing Officer will be able to discuss your housing options with you.

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LinkGiving Projects Sheltered housing staff and tenants would like to thank staff from across Link who took part in a range of activities in four of our sheltered housing developments earlier this year.

Tenants and staff from Albany Court, Glen Lyon Court (with tenants from Ben Lui Place), St Andrews Gardens and Glenpark Gardens decorated fairy doors, which will be displayed in and around the developments.

Staff also worked alongside tenants to plant bulbs at Glenpark Gardens and tidy up the gardens at St Andrews Gardens.

Thank you to everyone who took part!

Rutherglen Night Out Our Sheltered Housing developments recently got together to enjoy a great night of music and dancing.

Link’s Chief Executive, Craig Sanderson surprised us all by turning up on his bike!

Tenants enjoyed a steak pie before taking part in raffles which raised an impressive £400. The money raised will be donated to Alzheimer’s Scotland, in memory of a colleague’s mum who lived in one of our developments.

Watch this space for details of the next sheltered tenants get together. We’ve already had suggestions for a Christmas night out. If this would be of interest to you, please let your Sheltered Housing Officer know.

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WAYS TO PAY YOUR RENT There are a number of options available to make it easier for you to pay your rent: Pay by Telephone Call us Monday to Friday 9.00am ℡ 5.00pm to pay your balance, setup a direct debit or arrange a payment plan. Call us on 0330 303 0801 option 1.

KEEP UP-TO-DATE WITH LINK Our website and social media accounts are regularly updated with news, jobs, homes for rent and sale as well as training and community information.

Visit our website www.linkhousing.org.uk Follow us on Twitter @Link_Group_Ltd Like us on Facebook Facebook.com/ LinkGroupLtd

using online banking Set up online banking with your  Pay bank to make payments directly to us. REMEMBER to quote your account number.

Bank of Scotland Sort Code: 804121 Account Number: 00548273

£

Pay using allpay Call allpay on 0844 557 8321 or go online to http://www.allpay.net/ to pay by credit or debit card.

You can also download the allpay app (via Apple App Store or Windows Phone store and Google Play) onto your mobile phone to also pay by credit or debit card.

Pay in person at any Post Office, or Paypoint terminal located in shops or supermarkets. You can make a payment in person by cash, cheque, credit or debit card. If you need an allpay card call the Customer Service Centre on 03451 400 100 to request one.

by Cheque or Postal Order Please ensure your  Payment name, address and account number are written on the reverse of the cheque or postal order. Send a cheque or postal order to: Link Housing Association Ltd, Watling House, Callendar Business Park, Falkirk FK1 1XR

Emergency contact numbers when the office is closed Gas Boiler and Heating Repairs

• Call 03451 400 100 Other emergency repairs

• Call 0800 783 7937 (out-of-hours service provided by Bield 24) • Call Lochaber HA on 01397 702 530 if you live in Fort William or Skye. Call Lochalsh HA on 01478 612035 if you live in Kyle of Lochalsh

@Link_Group_Ltd

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Link Housing Association Limited is a company registered in Scotland under the Companies Acts, Company Number: SC216300, Registered Office: Link House, 2c New Mart Road, Edinburgh, EH14 1RL. It is registered as a Property Factor Id: PF000355 and authorised and regulated by the Financial Conduct Authority, Reference Number: 674050. Part of the Link group © Link Group Ltd 2018.

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